Use your know-how

A smart knowledge base for better self-service and empowered agents

Help center software
Knowledge is power. Using it is powerful.

Support teams have a lot of knowledge about customer issues—and the best way to solve them. Zendesk Guide is a smart
knowledge base
that helps tap into that institutional knowledge and puts it to work.
With Guide, you can quickly build a customizable help center,
online community, and
customer service portal
so customers get better self-service and agents see improved efficiency and faster resolution.
And since it’s the only knowledge base native to Zendesk, it integrates seamlessly with
Zendesk Support.

Give them the good stuff

Give customers the most relevant answers and information automatically—and in context—for a faster self-service experience with our help center software.

Unlock their potential

Capture your agents’ collective knowledge and build on it over time to respond to support requests in efficient ways.

Do more with AI

Take advantage of AI powered tools with Answer Bot to solve low-touch tickets by sending customers relevant articles while they wait for an agent.

Get smarter as you go

Measure and score the popularity and effectiveness of your content to see what needs work, and what you should write next.

A powerful pair

Zendesk Support works with Guide to make your self-service knowledge base smarter.
When customers use self-service, Guide tracks that activity and sends it to Support in the form of contextual insights
that help agents analyze customer activity and solve tickets faster.
This info is fed back into Guide, which continuously improves and refines the info it offers to both agents and customers.

Best-in-class self service experience guideLearn the key steps to building the most successful knowledge management programs

“We love the help center in Zendesk Guide because it’s easy to use. We get some great analytics out of it in terms of which articles are being used the most. It helps us to make adjustments and to see what’s helping our users.”

— Gerald Hastie

You have what it takes

With Guide, setting up a well-stocked knowledge base is easy. The
Knowledge Capture app
allows agents to turn every customer interaction into new content, flag old
content for improvements, and leverage AI-powered article recommendations to share in tickets.
Content managers can identify content that needs to be updated and rely on their entire team to contribute to content, including everything from
approval and publishing workflows
to vetting new articles and improving upon old ones — ensuring the best content is presented to both customers and agents.

“We put a premium on our help center. Allowing customers to get the right answer on their own is very important. We’ve invested a lot in making sure that we offer a robust help center, and we’re constantly revising it.”

— Andrew Jensen

Know thy self-service

Guide lets you create a single version of your content and then distribute it everywhere at once.
You don’t have to worry about device incompatibility or what version of content is out in the wild.
Articles are automatically optimized so they’re easy to find on search engines or on your own help center.
And with our Mobile SDK and Web Widget,
it is easier than ever to serve up content to your users in context.

“The Mobile SDK has allowed us to provide quick answers through our help center. Also, we have more context about the users that request 1:1 support. It saves us a lot of time.”

— Josh Greenwald

Thanks a bot

The Guide Answer Bot lends agents a helping hand, reducing their workload and freeing them up to focus on problems that require a human touch. Using artificial intelligence, Answer Bot automatically resolves high-frequency and low-touch tickets by suggesting relevant articles to customers while they wait for an agent. And Answer Bot keeps getting smarter. It learns from each customer interaction and trains itself to deliver more relevant and customized content with each solved ticket.

Our commitment to privacy

At Zendesk, we are committed to meeting the highest standards of information security,
data privacy and transparency.